A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience. What will I be doing? As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards: -Meet, greet and direct Guests who enter the lobby area -Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements -Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner -Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations -Manage, record and resolve promptly Guest or customer complaints -Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge -Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate -Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest -Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity choose rewards that meet Guest preferences while remaining within the allocated budget -Maintain good communication and work relationships in all hotel areas -Maintain staffing levels to meet business demands -Attend all Reception meetings and Executive Lounge Meetings -Comply with hotel security, fire regulations and all health and safety legislation -Act in accordance with policies and procedures when working with front of house equipment and property management systems -Assist with other departments, as necessary
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